Resource Center Supervisor

211 Palm Beach Treasure Coast Inc•Lantana, FL

8d•$24 - $25•Onsite

About The Position

211 Palm Beach Treasure Coast is seeking a Resource Center Supervisor to provide direct supervision and support to assigned Resource Center staff and ensure consistent delivery of high-quality services. The supervisor supports staff providing crisis intervention and emotional support to people experiencing situations that may involve trauma, abuse, violence, sexual assault, mental health concerns, or suicide. The role requires broad availability and schedule flexibility to meet operational needs and uphold the agency’s mission. This position supports a 24/7, 365-day operation and is designated for the overnight shift, 11:00 p.m. to 7:30 a.m. Initial training, onboarding, and supervised practice—typically approximately 90 days—will take place during daytime and/or varied hours based on training and operational needs. The employee will transition to the overnight schedule after successfully completing required training and demonstrating readiness to perform the essential duties independently. Transition timing may vary. Once assigned to nights, reliable availability for the overnight schedule, including assigned weekends and holidays, is essential. Schedule flexibility is required based on organizational needs. The position is full time and will be based at the agency’s temporary Delray location for approximately 12–18 months before relocating back to Lantana to a newly constructed building. Continued employment is contingent upon successfully completing relevant training programs, associated requirements, and recurrent training obligations.

Requirements

High school diploma required.
At least 2 years of supervisory experience required.
At least 2 years of call center experience required.
Strong interpersonal and communication skills to engage effectively with staff, clients, and community members.
Ability to coach, mentor, and lead team members.
Knowledge of crisis intervention, including suicidology and crisis management techniques.
Sound judgment, professionalism, tact, and adaptability.
Effective organizational and time-management skills.
Computer proficiency, including use of databases and word processing software.
Reliable attendance and punctuality.
Successful completion of all relevant training programs, associated requirements, and recurrent training obligations is required for continued employment.
Reliable availability for the 11:00 p.m.–7:30 a.m. overnight schedule, including assigned weekends and holidays, after transition to that shift.

Nice To Haves

Associate degree in Human Services, Social Work, or a related field.
Experience in a crisis intervention setting, such as a crisis center or related role; this may include direct crisis response work, formal education or training in crisis theory or suicidology, or a combination of equivalent experience and education.
Familiarity with community resources.
Bilingual in English and Spanish or English and Creole.

Responsibilities

Foster a high-performing, supportive Resource Center team environment emphasizing quality service, compliance, and staff well-being.
Supervise and support assigned team members by monitoring performance, reviewing documentation for accuracy and completeness, addressing challenging calls, and providing debriefing and self-care support after crisis interventions.
Monitor call volume and coordinate staffing to ensure consistent crisis-line coverage, including managing callouts and scheduling shifts.
Assist with onboarding new staff through training, coaching, and support.
Conduct regular one-on-one meetings and performance evaluations addressing attendance, productivity, quality assurance, and professional development.
Enforce agency policies through coaching, performance improvement, and corrective actions in collaboration with management.
Provide direct and indirect 211 service coverage by handling crisis and information/referral calls as needed, including joining the call queue during high-volume periods or when specialists need support.
Conduct client assessments, de-escalate crises, and link clients to appropriate resources using the agency’s database after completing required training.
Maintain awareness of agency goals, KPIs, and contract deliverables to support compliance.
Attend mandated monthly staff meetings, department meetings, required in-services, training sessions, and conferences appropriate to job responsibilities, and maintain annual training requirements.
Participate in the on-call supervisory rotation and support the center during unscheduled absences.
Complete special projects and other assigned duties.